Updates to our complaints policy and procedure

We have revised our customer complaints policy and procedure, so it is clearer on what you can expect from us.

Key changes to the policy have been made to give more clarity on roles and responsibilities in responding to complaints and timescales. We’ve also introduced a flexible approach to the final review of the complaints process that provides more options as to how your complaint is reviewed.

If you have any questions about our complaints policy and procedure you can find out more here.